Help Desk Officer

2 months ago

Gungahlin, Australia Burgmann Anglican School Full time

Are you passionate about delivering outstanding customer service and supporting a vibrant community? Join our team at Burgmann Anglican School and kickstart your career in ICT.

**ABOUT US**

Burgmann Anglican School is a vibrant and inclusive community catering to students from Pre-Kindergarten to Year 12. With two beautiful campuses in Gungahlin and Forde, we are dedicated to providing a nurturing environment that fosters each child’s holistic growth, cultivating individuality and a strong sense of belonging.

**WHY BURGMANN?**
- Competitive rates under the Independent Schools ACT (Support and Operational Staff) Multi-Enterprise Agreement 2021.
- Supportive and inclusive work environment.
- Free onsite parking at our campus locations.
- Income Protection Insurance to safeguard your income in the event of illness or injury.
- Priority entry into our School for your child/children, if applicable.

At Burgmann Anglican School, we are committed to providing our staff with a comprehensive benefits package that supports your wellbeing and career development.

**POSITION OVERVIEW**

As a Help Desk Officer, you will be responsible for troubleshooting basic ICT issues, responding to stakeholder inquiries, and escalating complex problems to higher-level team members when needed. This is a Level 1 ICT role, where you will support students, staff and families across various systems, ensuring a smooth handling of enquiries. Excellent customer service, communication and problem-solving skills are crucial for success in this position.

**KEY RESPONSIBILITIES**
- ** User Communication**: Communicate effectively and professionally with end-users to gather information about the problem, guide them through troubleshooting steps, and provide timely updates on issue resolution progress.
- ** Documentation**: Accurately document and maintain records of user inquiries, issues, and resolutions within the helpdesk ticketing system (Zendesk). This documentation helps create a knowledge base for future reference.
- ** Escalation**: Identify issues that require specialised expertise or are beyond the scope of Level 1 support and escalate them to the relevant team member or leadership.
- ** Remote Support**: Utilise remote access tools to aid off-site or remote users, resolving their technical issues without the need for physical presence.

**SELECTION CRITERIA**
- Excellent verbal and written communication skills to effectively interact with end-users and convey technical information in a clear and understandable manner.
- Exceptional customer service skills with the ability to remain patient, empathetic, and courteous while addressing user issues.
- Ability to logically analyse and diagnose technical issues, follow documented procedures, and think critically to provide effective solutions in a timely manner.
- Good organisational and time management skills to prioritise and handle multiple tasks.
- Willingness to collaborate with other team members, share knowledge, and seek assistance where needed.
- Maintain a professional demeanour, adhere to company policies and guidelines, and handle sensitive information with confidentiality.
- Certificate III or Diploma of Information Technology or equivalent experience in a relevant position.
- Current Working with Vulnerable People (ACT) card.

**YOUR OPPORTUNITY AWAITS**

If you're ready to join a dynamic educational community, Burgmann Anglican School is the place for you.
- Cover Letter
- CV
- Three professional referees

Join our team and take the next step in your professional career. We look forward to welcoming you to Burgmann Anglican School

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